Browser error messages may appear during a logon attempt to the Cisco Unity Administrator or to the ActiveAssistant™. Windows error messages may appear when accessing Administrative Tools. See the "Browser and Windows Error Messages" section.

Step 1 In the Control Panel Services dialog box, click the service, then click Startup.

Step 2 Verify that Manual is selected for AvCsMgr, AvUMRSyncSvr, and AvRepDirSvrSvc.

Step 3 Verify that Automatic is selected for the other services.

Step 4 Verify that the domain name, user name, and password in the account assigned to the service are correct and that the account has the following rights and permissions (note however that AvDirChangeWriter does not require these permissions):

Windows domain permissions

•Member of the Domain Admins group

•Member of the Local Administrators group

Windows user rights

•Log on locally

•Act as a part of the operating system

•Log on as a service

The account assigned to any of the Cisco Unity services must also have Services Account Administration permissions for the site and configuration containers.

To look for errors in the Application and System Event logs

Because startup events occur in rapid succession, when you look in the Application or System Event log for information about these events, you will be looking for the first event in a series of events that probably occurred just seconds apart. Locate the first error in the startup attempt. Subsequent errors may have been caused by the first error. If you can determine the cause and fix the first error, then shut down and restart the Cisco Unity server. All subsequent errors may be resolved by fixing the first.

Step 2 In the Application Event log, look at the Date and Time columns to find the first event in the current startup attempt.

Step 3 Once you find the first event in the startup attempt, look for the first error that occurred after it. If no errors appear in the startup attempt, skip to Step 5.

Step 4 Look at the value in the Source column for the first error and then for any subsequent errors in the startup attempt.

If the name in the source begins with the letters "Av," then double-click the error to display a dialog box containing additional information that may help you solve the problem.

If the source is Doh_Mc, then Exchange probably is not running. Start Exchange, then try again to start Cisco Unity.

If the Source column for an error contains any other value, or if you cannot determine the cause of the problem, contact the Cisco Technical Assistance Center (TAC).

Step 5 In the System Event log, look at the Date and Time columns to find the first event in the current startup attempt.

Step 6 Once you find the first event in this startup attempt, look for the first error that occurred after it.

If no errors appear in the System Event log, contact Cisco TAC.

Step 7 Look at the value in the Source column for the first error and for any subsequent errors in the startup attempt.

If the value is Dlgc_log or DlgcDcm, then the problem is with the installation or configuration of the Dialogic voice or fax cards. Double-click the event error to display additional information that may help you solve the problem. When a Dialogic service fails to start, you may need to check the IRQ settings, switches, jumpers, and rotary dials on each card, as appropriate. When the Cisco Unity server contains more than one Dialogic voice card, you may also need to check the cable that connects the cards. See the "Installing Voice Cards" section in the "Installing a Cisco Unity System" chapter of the Cisco Unity Installation Guide for additional information.

If the Source column for an error has any other value, contact Cisco TAC.

Browser and Windows Error Messages

Cisco Unity administrators or subscribers may see the following error messages:

Error Message Access denied. Your class of service prohibits you
from accessing the System Administration Web pages.

Explanation When this message appears during a logon attempt to the
Cisco Unity Administrator, one of the following has occurred:

•The class of service for the logon account has been changed. See the system administrator for more information.

•The Cisco Unity class of service has been changed to subscriber for everyone who previously had administrator privileges. There is no longer a Cisco Unity account for the administrator class of service.

Explanation When this message appears during a logon attempt to the
Cisco Unity Administrator, an invalid user name or password is being used.

Action Contact the system administrator to confirm the user name and
password.

Error Message Additional users cannot be assigned to the class of
service associated with the selected subscriber template. You
have reached the license limit for one or more of the features
enabled by the class of service.

Explanation Class of service can be used to restrict which licensed features are
available to subscribers. If all available licenses for a feature are in use by a
class of service, no new subscribers can be added to that class of service.

Action Go to the Licensed Features page for the class of service associated
with the subscriber template. Determine if any of the licensed features used by
that class of service are out of licenses, and if so, obtain sufficient additional
licenses to meet subscriber needs. As a temporary measure until additional
licenses are available, you can change the class of service associated with the
selected subscriber template.

Step 2 Click the Default Web Site folder, then locate the Status folder.

Step 3 Right-click the Status folder and go to Properties.

Step 4 Click the Virtual Directory tab.

Step 5 Set Execute Permissions to Scripts Only.

Step 6 Click OK.

E-mail and Voice Error Messages

By default, Cisco Unity sends e-mail to the System Event Messages public distribution list when certain critical errors occur. Cisco Unity administrators can use the Event Notification utility to send e-mail and/or voice mail to other subscribers or distribution lists when an error occurs. Cisco Unity administrators or subscribers may see the following error messages:

Error Message A conversation error has occurred.

Explanation A conversation error has occurred, sending a caller to the fail safe
conversation.

Action Refer to the Windows Application Event log for more information
about the error. If you are unable to determine the source of the problem from
the information in the Application Event log, contact Cisco TAC.

Error Message Account locked—logon attempt limit reached.

Explanation An account is locked because the limit of unsuccessful phone
logon attempts was reached.

Action Go to the Subscribers > Subscribers > Account Page for the subscriber,
and uncheck the Cisco Unity Account Status box to unlock the account. You
can also refer to the Windows Application Event log for more information
about the error.

Error Message One or more Exchange servers in the site are
unavailable.

Explanation The Cisco Unity server detected that one or more Exchange
servers are unavailable.

Action Restart the Exchange server(s), and refer to the Windows Application
Event log for more information about the error.

Error Message Possible phone system integration failure.

Explanation The Cisco Unity server received an inbound call with no phone
system integration information.

Action Refer to the Windows Application Event log for more information. If
you are unable to determine the source of the problem from the information in
the Application Event log, contact Cisco TAC.

Error Message System event notification.

Explanation Notification of a system event was attempted, but the notification
text or voice message is missing or corrupt.

Action Refer to the Windows Application Event log for more information, and
review the notification message settings for the Event Notification utility. If
you are unable to determine the source of the problem from the information in
the Application Event log, contact Cisco TAC.

Error Message That e-mail cannot be played at this time.

Explanation All of the licensed text-to-speech resources are in use.

Action Subscribers can try again later, or you may need to add more licenses.

Error Message Voice server hard disk almost full.

Explanation The Cisco Unity server hard disk is almost full. System logging
and report data generation are terminated to conserve space.

Action Reclaim space on the hard disk to avoid potential loss of new messages
and to resume logging and report generation. The Example Administrator
account, which Cisco Unity creates during installation, serves as a default
message recipient for the Unaddressed Messages and System Event Messages
distribution lists. If you have not assigned another subscriber to these
distribution lists, be sure to monitor the Example Administrator account and
forward or delete the messages sent to this account as appropriate. For
subscribers on the Unaddressed Messages public distribution list, create a
separate Inbox folder for returned messages. Then create a rule that
automatically moves messages sent by the Cisco Unity Messaging System
account from the Inbox to the returned messages folder.

Caution Do not delete the Example Administrator unless you have assigned another subscriber to the Unaddressed Messages and System Event Messages distribution lists. Following Cisco Unity installation, the only member of these distribution lists by default is the Example Administrator. If these distribution lists contain no members, messages sent to them will be lost.

Error Message Voice server restart.

Explanation The Cisco Unity server stopped responding and was restarted.

Action Refer to the Windows Application Event log for more information
about the error. If you are unable to determine the source of the problem from
the information in the Application Event log, contact Cisco TAC.

AMIS Error Messages

Cisco Unity administrators or subscribers may see the following error messages. If you are unable to determine the source of the problem from the information given, contact Cisco TAC.

Explanation At least one AMIS outbound message has been in the queue for
more than 24 hours and has not been delivered. If an insufficient number of
ports have been allocated to AMIS delivery, there may be times when
messages stay in the queue for more than 24 hours. Because retry counts are
reset whenever the AMIS delivery window closes, and if the AMIS delivery
schedule becomes active and inactive several times during the day, messages
going to numbers that are busy or not answered may never reach the maximum
number of retries.

Explanation An AMIS message was undeliverable due to rejection by the
destination node. Reasons for rejection include rejection of the Cisco Unity
node ID or rejection of an individual message.

Action Refer to the Non-Delivery Receipt (NDR) sent to the sending
subscriber and to the Windows System Event log for more information about
the error. If the error can not be attributed to a problem with the Cisco Unity
node ID, confirm the intended recipient address and resend.

Error Message AMIS call to location <number> was not answered.

Explanation Cisco Unity tried to dial an AMIS outbound call, and either
received no answer or busy too many times, as defined on the AMIS
configuration page in the Cisco Unity Administrator, or a human answered the
call.

Action Refer to the Non-Delivery Receipt (NDR) sent to the sending
subscriber and to the Windows System Event log for more information about
the error. If the error was due to a busy or no answer response, confirm the
delivery number, and resend. If the error was due to a human answering the
call, correct the destination number, and uncheck the Disable delivery box on
the AMIS configuration page in the Cisco Unity Administrator.

Error Message AMIS restriction table not found. Message delivered.

Explanation An AMIS outbound message was sent, despite the fact that there
is no AMIS-specific restriction table.

Action Create the AMIS Restriction Table in the Cisco Unity Administrator,
if you want to manage the phone numbers used for AMIS calls.

Explanation A remote AMIS location tried to deliver a message, but it was
rejected because the intended message recipient mailbox does not correspond
to the primary call handler of a Cisco Unity subscriber.

Action None required. The sender should receive an NDR and resolve the
problem.

pcAnywhere Errors

When Symantec pcAnywhere version 8.0 or earlier is installed on a machine that uses Windows NT and a video chip and driver from the ATI Rage Pro series (a video chip that is installed in Cisco Unity turnkey systems), you may encounter one of the following problems:

These errors are caused by the installation program for the ATI Rage Pro video drivers, and prevent the use of pcAnywhere to transfer files or to perform a remote Ctrl-Alt-Delete. (The installation program adds two drivers to the system registry but copies only one of the drivers to the Windows NT System32 directory.) You can resolve this problem by installing two files from the Windows NT 4.0 compact disc.

Blue Screen Error When Attempting to Start pcAnywhere

Conflicts between certain versions of pcAnywhere and Windows operating systems cause a blue screen error and prevent pcAnywhere from starting. Cisco Unity versions 2.4.6 and earlier, running on Windows NT, are compatible with either version 8.0 or 9.2 of pcAnywhere. Cisco Unity versions running on Windows 2000 are only compatible with pcAnywhere versions 9.21 and above.

If you are upgrading from Windows NT to Windows 2000, and currently running pcAnywhere version 9.2, do not reboot. Install version 9.21 first, then reboot. The version 9.21 upgrade is available from the Symantec web site.

pcAnywhere Runs Slowly

If pc Anywhere appears to have a slow response time, perform the following procedure.

To optimize workstation settings for running pcAnywhere

Step 1 On the workstation monitor where pcAnywhere is run, right-click the desktop.

Step 2 Click Properties.

Step 3 Click the Settings tab.

Step 4 In the Colors box, select High Color (16 Bit), and click OK.

Cisco Unity Startup Problems Related to pcAnywhere

When pcAnywhere version 10 is installed on a Cisco Unity system that is running Windows 2000 and Exchange 5.5 and is using Dialogic voice cards, and when the pcAnywhere Host or Remote Service is configured to use a modem or COM port, the following problems can occur when a user logs on to the system immediately after a restart:

•Cisco Unity starts, but the MIU times out after 5 minutes when initializing the T1 TAPI ports.

•The Dialogic service may fail to start on the first attempt.

•Cisco Unity may start with no port available.

•The Dialogic service may retry the startup process and succeed, causing Cisco Unity to start properly on a second attempt.

These problems do not occur when the pcAnywhere Host and Remote Services are configured to use TCP/IP.

There are two options for problem resolution: the workaround listed below, or the configuration changes to the Host or Remote Service settings, as shown in the following procedure, To change the Host Service settings.

Workaround

The problems can usually be avoided by waiting for Cisco Unity to start before logging on to the server.